Senior Account Manager

Role Overview

• Manage assigned book of high impact, complex client business as defined by business area.
• Lead efforts to develop efficient and effective processes that enable the enterprise to service both the customer and company strategic initiatives.
• Act as expert advisor and primary liaison on client service and marketing related projects and issues.
• Collaborate with internal and external business partners on strategies that drive growth, retention, and strengthen client relationships and satisfaction.
• Develop and maintain relationships with clients to identify and understand customer goals and requirements as they relate to products and service offerings.
• Function as primary service contact to achieve and maintain high satisfaction levels and promote client growth and retention.
• Develop and manage account plans to include strategic objectives, communication, growth, and retention strategies; accounts are strategic in nature, having a significant impact on the company’s ability to progress toward its business objectives and goals.
• Develop and maintain an understanding of compliance-related items, such as state and/or federal regulations or mandates applicable to the client base.
• Partner with internal and external business partners to ensure compliance and provide recommendations to clients where needed.
• Lead and facilitate key client meetings, in-person or virtually, such as Client Partnership Review, finalist, Site Visit, and other events as required by client.
• Develop and manage multiple concurrent, complex implementation plans to ensure new clients are implemented according to requirements within the specified time frame; identify non-standard client requirements that may fall outside of programs or processes and work with internal business partners to ensure compliance, as well as influence external business partners to consider alternatives when appropriate.
• Direct client contracting and related activities (contracts, evidence of coverage, summary plan descriptions, etc.).
• Collaborate with internal and external business partners to identify and address complex contracting issues and ensure compliance and client needs are met.
• Manage client and member communication strategies and collateral development, including custom solutions for high impact, complex clients.
• Serve as benefits advisor by providing consultative advice and guidance to key clients and prospects throughout the sales process.
• Work with internal and external business partners to ensure complex client requirements are documented and that business partners involved in servicing the account understand and accept the requirements.
• Proactively monitor clients to identify needs/issues and work with internal and external business partners to identify, explore, evaluate, and implement creative solutions to meet client requirements.
• Identify and escalate client issues to the appropriate business partners and drive solutions as needed; schedule, lead, and facilitate meetings and manage task forces as needed to meet customer requirements.
• Coordinate product changes with Sales team and Product Marketing to meet the needs of the general marketplace.
• Evaluate business problems and recommend solutions that may include introducing new technology or implementing new products to company-wide users.
• Market the value of programs and services to gain adoption and foster growth and retention of each account.
• Ability to interpret and translate complex reporting requirements and successfully position those reports to clients.
• Responsible for report analysis and distribution.
• Represent business area on assigned projects.

Requirements

• Bachelor’s degree in Business Administration or related field or equivalent experience
• 4+ years of account management experience
• In-depth understanding of healthcare/insurance industry and benefits administration
• Strong organization skills ensuring assigned responsibilities are self-contained and able to monitor and maintain with little assistance or guidance
• Ability to develop into a subject matter expert with all products and services
• Ability to develop a strong understanding of business objectives and the business environment in order to leverage strategic solutions that foster growth, retention, and achievement of SBU and enterprise goals.
• Work within agile environment demonstrating a proven ability to manage change, leverage resulting efficiencies, and be a change readiness agent helping others navigate, adapt, and adopt change.
• Skill to target and customize communication and interpersonal skills to adapt to different audiences including internal and external senior leadership roles.
• Proven critical thinking capabilities and ability to influence business partners.

Benefits

• VSP Vision benefits